“Paws” for THIS Customer Experience Story :-)
While we were talking about our pets, Nancy Weil related to me one of the best customer experience stories I’ve ever heard….
The Next Best Thing to Controlling Our Brand
At our recent Speaker Certification Training for a group of our Certified Go-Giver Speakers, the following was pointed out: “Bob, you are really protective of your brand.” All heads nodded in agreement…including mine. Allow me — if I may — to set the stage: On the day that our speakers were giving their presentations, whenever…
The Small Stuff Worth Sweating
Years ago a little book authored by the late, Dr. Richard Carlson entitled, Don’t Sweat The Small Stuff…and It’s All Small Stuff provided some much-needed wisdom for those of us whose sense of peace of mind and happiness were continually disturbed by life’s little inconveniences. And, in that context, the phrase itself is certainly valid. Many…
It’s What Makes A Great Company Great
What makes great companies great? While what they do is certainly important, I believe it’s more than that. Recently saw the following on my friend, Certified Go-Giver Coach Linda Murnane Ryan‘s Facebook page. Awesome Customer Service just now from Staples. Received my order and wanted to return the headphones ($20) because they didn’t work with…
A Lesson in Excellence, Courtesy of Marriott
It’s where the event would be held, so it’s where I would be staying. And, I should have known from the start this was someplace special. Young Marguerita couldn’t have been more helpful in solving an issue. But, it was far from her simply providing great customer service. It was her attitude; her entire essence…
Fred 2.0 – An Interview with Mark Sanborn
His breakout business phenomenon, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary has touched the lives of millions of people since first published nearly ten years ago. Mark Sanborn, CSP, CPAE’s New York Times Bestselling book, based on his new postman named Fred, actually spurred a…
Is There A Metric For Value?
In a free-market based economy, money is simply an echo of the value that’s been provided. After all, why should anyone willingly give you their money unless they feel they are receiving value equal to or — even more preferably — greater than the money they are exchanging it for? The key, as I posted…
Don’t Confuse Receptivity With Passivity
On a recent interview I stated that one cannot “make” a sale. This because — in a market-based economy — you can’t make anyone do anything they don’t want to do. You certainly can’t make them buy from you. What you can do is create the environment where that person makes the decision (based on…
Decisions Are Great – The Tools Are Also Important
In a recent post by Certified Go-Giver Coach, Linda Ryan, she suggested some great ideas for bringing yourself out of an emotional funk. One of her readers wrote, “Why not just decide to be happy?” It was an excellent question. And, knowing the reader personally, I know he is a successful business person with a…
